Welcome to the world of floating brand ambassadors, where the tides of customer interactions and service excellence meet seamless coordination and versatility. As a Floating Brand Ambassador, you'll navigate the currents of customer needs and teller assistance with finesse, stepping in when the tide of service ebbs due to lunch breaks or absences.
Reporting directly to the Retail Supervisor, your role encompasses a diverse array of responsibilities essential for the smooth sailing of operations. From maintaining the tidiness of the space to ensuring top-notch customer service, you'll be the beacon guiding patrons through their banking journey. Your keen eye will monitor queues, uphold security protocols, and serve as the bridge between internal stakeholders like tellers, farmers, and management.
But your reach extends beyond the bank's walls. As the face of our brand, you'll forge connections with host shops, engage with customers, and coordinate with external entities like law enforcement and CIT services. In this dynamic role, adaptability and diplomacy are your compass, guiding you through the currents of daily operations with grace and efficacy.
Join us at Mukuru as we embark on a voyage of unparalleled service excellence, where every interaction is a chance to make waves in the realm of customer satisfaction and brand loyalty.
Duties and Responsibilities (include but are not limited to):
Housekeeping
- Ensure that there is adequate stationery for the day before the commencement of trade.
- At the branch ensures that the banking hall is properly cleaned and sanitized
- Ensures that the rate board is up before commencement of trade.
- Deep sanitization of banking hall and outside the booth every 48 hours.
- Daily inspection within the premises for security before trade starts
- Daily cleaning outside the booth before commencing of trade
Customer Service
- Ensures that all WHO protocols are followed where it concerns queue monitoring, all customers are sanitized and temperatures checked, enforcing social distancing
- Assists in completing slips for the elderly, illiterate and new clients
- Ensures timeous and effective movement of clients especially during busy periods
- Maintains a harmonious environment by managing conflict and complaints amongst customers in the queue
- Handles basic customer queries such as name changes using customer’s devices/ WhatsApp platforms
- Assesses the gravity of complaints and queries and directs to the correct office for resolution
- Assists clients who have lost messages with order numbers and vouchers numbers by directing to the Schedulers/ Branch Manager
- Record, post and manage end of day statistics and daily post on the Harare region WhatsApp group
- Recording of statistics in relation to the number of people in the queues and the number of times customers have spent in the queue (at main branch). Daily recording at the booth. These statistics are submitted on the google form
Security
- Identifies threats before those elements can attack SMH at the booth or at the branch.
- Escort tellers to the safe as they do their top-ups.
- Ensures that clients are safe from being duped by the public e.g. money changers who give customers fake currency to make sure that the booth is always locked.
- Makes sure that the cameras are working
- Ensure that the teller is always safe
- Ensures that the booth is secure in the absence of the teller.
To manage own professional and self-development
- Attend monthly KPI discussion with the Regional Manager.
- Attend bi-annual monthly performance meeting with the Regional Manager
- Participate and complete all required compliance training and assignments
Key Requirements
- 2 years’ experience in Sales within Mukuru or Financial sector environment (Essential)
- 6months to 1 year security experience
- Grade 12 or equivalent (Essential)
- Knowledge of customer
- service principles
- Knowledge of money laundering
- Knowledge of CFT
- Knowledge of basic security
- Knowledge of Mukuru products
Additional Skills
- Computer skills
- Verbal communication skills
- Time management skills
- Organisational & administrative skills
- Attention to detail
- Interpersonal skills
I am sure you are reading this job description and meet majority of the criteria BUT you may also still not be 100% comfortable in applying. We believe that there is a place for everyone under the Mukuru sun and we want YOU to contribute to our diverse tapestry of talent. So come on, take a leap of faith, and send your application if you meet majority of our requirements. Remember to include a snippet of how you will bring value and help us build a future of success that will help us determine where and how you may best be suited” Maybe you are just the future Mukurian we need!!
Should you be appointed in a remote/work from home role at Mukuru, it is your responsibility to ensure that you have uninterrupted internet connectivity and a ‘work-like’ environment at your home location, in order to deliver your best in terms of performance, productivity and service to our customers.
If you do not receive any response after two weeks, please consider your application unsuccessful.
NB: ALL STAFF APPOINTMENTS WILL BE MADE WITH DUE CONSIDERATION OF THE COMPANY’S DIVERSITY AND INCLUSION PLANS
What We Do
Mukuru is one of the largest money transfer providers in Africa and a leading Next Gen Financial Services Platform that offers affordable and reliable financial services to the emerging consumer. The foundation of our business was built by providing the continent’s migrant diaspora with safe, convenient international money transfers. From this base we have grown a wide range of products and services that take their cue from our customers’ needs and aspirations for greater financial security and a better life. To this end, we continue to build a highly robust and resilient physical and digital financial payments infrastructure across Africa that unlocks new value-added services for our loyal customers. This includes cash transfers, Mukuru Funeral Cover, and the Mukuru Card. As a fintech provider, Mukuru has underpinned its successful customer engagement strategy with the ability to ‘speak the language’ of its users and gain a grassroots understanding of the unique pain points that customers face in each market. Our engagement platforms include WhatsApp, free USSD, the Mukuru App, and the website. Customers are always able to speak to Mukuru about any challenges or difficulties with the platform, whether it’s a Mukuru agent in a physical booth, at a branch, over the telephone, or via a virtual live chat function in a language of the customer’s choosing, and often in their mother tongue. Take a walk through our Contact Centre at any time, and you’ll hear conversations in 15 languages – our very own united nations of Africa and Asia.
